Karbon

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Senior Customer Success Manager

Region Restricted

Remote work allowed only within certain countries or regions.

Employer listed it 5 weeks ago · Added 5 weeks ago

Been open since 5 weeks ago, still being checked, but it has been live a while.

Salary

$90k to $105k per year

Location

Timezone

US East

Contract

Full-time

Experience

Senior

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: Based in the US or Canada and experienced working within distributed, global teams.
Contract: Not mentioned in the advert
Experience asked for: 7+ years of experience in B2B SaaS, ideally within accounting or professional services software.
Pay: $500 a year healthcare spending account

Remote flexibility

Region Restricted

Remote work is allowed, but only for candidates based in Canada, United States.

What the employer says

Source listing states candidate location: "Remote, Canada, United States"
Job description states: "Based in the US or Canada and experienced w"

What Nomaders makes of it

Timezone overlap with the listed area is often expected

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a nice-to-have

“7+ years of experience in B2B SaaS, ideally within accounting or professional services software.”

Questions worth asking: Nomaders interpretation

The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

About the Role

Are you motivated by owning the commercial performance and measurable outcomes of a portfolio of accounting firms? Do you thrive operating as a strategic advisor to executive stakeholders, helping firms improve productivity, profitability, and workflow efficiency? Do you proactively identify risk and expansion opportunities through data, insight, and strong multi-threaded relationships?

As a Senior Customer Success Manager at Karbon, you'll operate as the General Manager of your portfolio — accountable for retention, expansion, value realization, and long-term customer growth. You'll function as a crucial link between our customers and our Product Development teams, bringing structured customer insights into roadmap conversations and revenue strategy.

Commercial Ownership & Growth

Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs.

Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments).

Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement.

Build and manage an accurate renewal forecast 90–120 days in advance.

Strategic Customer Leadership

Develop multi-threaded relationships across decision-makers, economic buyers, and operational leaders.

Enable internal champions with structured success plans, ROI articulation, and executive-ready materials.

Develop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomes.

Operate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm-level improvements.

Create and maintain structured Success Plans tied to customer KPIs and long-term growth objectives.

Conduct executive-level business reviews to measure progress and unlock next best actions.

Risk & Retention Excellence

Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight.

Develop structured save plans with clear ROI articulation and executive alignment when risk emerges.

Contribute to scalable retention methodologies as Karbon grows.

Cross-Functional Influence

Partner with Sales to support expansion strategy and complex renewal negotiations where needed.

Collaborate with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycle.

Requirements

·Based in the US or Canada and experienced working within distributed, global teams.
·7+ years of experience in B2B SaaS, ideally within accounting or professional services software.
·Proven track record of owning renewals and driving measurable expansion revenue within complex accounts.
·Strong executive communication skills with the ability to influence firm leaders and articulate ROI clearly and confidently.
·Demonstrated ability to manage a portfolio with commercial rigor, strategic depth, and disciplined prioritization.

Benefits

·Medical, prescription and paramedical
·$500 a year healthcare spending account
·Flexible work hours

How to apply

1Check the flexibility label above, region restricted, matches where you plan to live and work.
2Tailor your CV to the role at Karbon, mentioning your remote working experience and working hours (US East).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 1mo ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.